Customer Relations

News about Customer Relations, including commentary and archival articles published in The New York Times.

Chronology of Coverage

Jun. 21, 2015

David Segal The Haggler column addresses case in which consumer received replacement phone from T-Mobile that was both missing a component and remained loaded with personal information from previous user. MORE

Jun. 21, 2015

Gray Matter column by Michelle N Meyer and Christopher Chabris suggests people should not be uncomfortable with idea of governments and companies conducting experiments on employees, citizens and customers without their consent, as Facebook has done; underscores necessity of conducting experiments in identifying best practices. MORE

Jun. 7, 2015

David Segal The Haggler column examines case in which customer was forced to wait six years for wine he pre-ordered from company Premier Cru, company co-owned by John Fox. MORE

Jun. 5, 2015

DealBook Online; Britain's Financial Conduct Authority is preparing to announce fine that could be in excess of 100 million pounds, or $153 million, against Lloyds Banking Group; fine relates to company's handling of customer complaints related to contentious insurance product that has cost industry billions of dollars. MORE

May. 28, 2015

May. 10, 2015

David Segal The Haggler column relates case in which TD Bank repeatedly rejected fraud claims of a customer because her card was not physically stolen. MORE

May. 7, 2015

Gadgetwise column observes that most product evaluations neglect to mention the quality of a company's customer service; Consumer Reports and J D Power occasionally mention customer service quality, but break ratings into separate report. MORE

May. 7, 2015

Business travelers and others who rack up frequent-flier miles should be aware that while terms and conditions of most airlines prohibit transfer of frequent-flier miles, even in case of death or divorce, heirs are often able to persuade airlines to waive their rules. MORE

Apr. 26, 2015

David Segal The Haggler column relates case in which State Farm refused to renew insurance policy for homeowner after failing to reimburse two of his claims; observes that while company decided to renew relationship with customer, it is usually best to reserve homeowner claims for disasters. MORE

Apr. 12, 2015

David Segal The Haggler column relates case in which consumer was given only fraction of stated amount by CashforLaptops.com after trading in an old iPhone. MORE

Mar. 29, 2015

David Segal The Haggler column relates case in which UPS declined to compensate recipient after expensive item was damaged in transit, citing customer's failure to use proper packaging; notes UPS did issue monetary compensation following Haggler inquiry. MORE

Mar. 28, 2015

Trend in which patrons of stores as varied as gas stations and pharmacies are referred to as guests rather than customers appears to have cropped up organically, rather than due to any customer service study that indicated change would be beneficial; some analysts have suggested original source might be Disney, and way it refers to visitors of Disneyland. MORE

Mar. 15, 2015

David Segal The Haggler column describes trying to get answer from Optum health services company, part of UnitedHealth Group, about why it refused to reimburse client, and why its claims process is so opaque; notes that mentioning Optum chief executive Larry Renfro did not lead to any better information about company's issues with resolving disputes with clients. MORE

Mar. 1, 2015

David Segal The Haggler column relates confrontation with Ideal Image, national chain of laser treatment centers, over allegations that it inflated the cost to customers by including hidden charges for skin products that customers did not request; notes obfuscation by company's president Bruce Fabel. MORE

Feb. 15, 2015

David Segal The Haggler column questions wisdom of customer service departments of companies preferring to use electronic communication instead of telephone to handle customers; relates experience of reader who had issues with account with Starwood Hotels and Resorts Worldwide, and off-putting way spokespeople and customer service behaved. MORE

Feb. 1, 2015

David Segal The Haggler column relates case in which a customer's engagement ring was inexplicably held for months after it was taken for repair at jewelery chain owned by Sterling Jewelers Inc. MORE

Jan. 31, 2015

More companies that provide services, such as Airbnb and Uber, are enabling functions that allow providers to review customers, similar to how consumers are evaluated based on credit reports; practice is meant to improve overall behavior and etiquette, but it has raised concerns about how ratings are determined and who has access to data. MORE

Jan. 29, 2015

Small businesses now have access to capabilities once only available to large businesses due to enhanced program features that smartphones and loyalty apps have begun offering; businesses can use these apps to evaluate efficacy of sales and other practices in boosting customer loyalty. MORE

Jan. 25, 2015

Chuck Klosterman The Ethicist column answers questions about subway riders giving panhandler money, cashing check remitted as part of automobile defect class-action settlement and situations where cashier and customer both do not remember how much cash has been paid. MORE

Jan. 18, 2015

David Segal The Haggler column updates readers on dispute between a monk and United Airlines; describes resolution obtained for customer who received damaged item from Wayfair, online furniture store, as well as two extra large pieces of furniture, which company refused to take back. MORE

Jan. 4, 2015

David Segal The Haggler column relates resolution of ticketing dispute between United Airlines and a group of monks from the New Mexican desert. MORE

Dec. 23, 2014

Joe Sharkey On the Road column describes how airlines like United and Delta are making it more difficult for frequent fliers to achieve higher status levels at year's end by taking cheap flights to run up mileage; notes that push is being made to focus on customers who produce most revenue. MORE

Dec. 21, 2014

David Segal The Haggler column describes resolution of case in which a UPS customer was denied both payment and a refund after paying $1,868 in insurance to ship a sculpture that was significantly damaged in transit. MORE

Dec. 7, 2014

David Segal The Haggler column recounts effort to help consumer who was ticketed by a Platinum Parking LLC after helping a fellow motorist put antifreeze in her car; notes that even after hearing details of case, company remained skeptical of the motorist's good intentions. MORE

Dec. 6, 2014

Joe Nocera Op-Ed column describes experience of Herta Kriegner, Austrian graphic designer whose company uber has begun receiving calls intended for app-based car service company Uber, which does not publish its phone number; says calls have illuminated shortcomings in Uber's customer service model and, in particular, fact that online company does not talk to its customers or drivers. MORE

Dec. 2, 2014

Hotel, restaurant and car service companies are increasingly using sophisticated rating systems that identify their best, and worst, customers; systems allow businesses to concentrate on their best patrons. MORE

Nov. 23, 2014

David Segal The Haggler column describes helping a bereaved mother negotiate drawn-out process with Bank of America as she tried to direct her deceased son's accounts to a scholarship fund. MORE

Nov. 9, 2014

David Segal The Haggler column examines lawsuit filed by group of retirement funds against Conn's, Texas appliance chain that has refused to contact him in reference to previous columns; notes that suit contends Conn's misrepresented its strategy in lead-up to share price plunge. MORE

Oct. 16, 2014

You're the Boss blog; Tom Kern, chief executive of Steamboat Springs Chamber Resort Assn, sought to turn around resort town's Net Promoter Score by giving the whole town customer-service training; Kern had to first overcome resistance of business owners who were not convinced they needed help. MORE

Oct. 12, 2014

David Segal The Haggler column relates outcome of billing dispute with Comcast, noting rare instance in which company made a concerted effort to address a systemic problem; observes that company is installing a new customer service system, called Einstein, that is aimed at reducing replication of errors. MORE

Sep. 28, 2014

David Segal The Haggler column describes resolution of case in which 1-800-Flowers delivered a horribly garbled note along with flowers to a reader's grandmother's funeral. MORE

Sep. 14, 2014

David Segal The Haggler column examines dubious credit practices at Conn's, Texas-based chain that sells appliances and furniture. MORE

Aug. 31, 2014

David Segal The Haggler column; attempts to secure refund for hair-removal treatment plan from Ideal Image Development Inc prove difficult, but ultimately return of $3,000 is achieved, along with apology. MORE

Aug. 17, 2014

David Segal The Haggler column; AT&T reluctantly apologizes to a doctor after consistently over-billing him and forcing him to spend countless hours on the phone correcting the errors. MORE

Aug. 3, 2014

David Segal The Haggler; multiple sclerosis patient seeking an experimental stem cell treatment is reimbursed with interest by Presbyterian Health Plan for his almost $200,000 in medical expenses; patient nudged right people, rallied others to his side, and wrote measured, reasoned emails that stuck to facts. MORE

Jul. 20, 2014

David Segal The Haggler column; Haggler sought readers’ help in getting an answer from Conn’s, appliance store chain based near Houston, and many obliged; still, the company did not budge. MORE

Jul. 6, 2014

David Segal The Haggler column notes that, in seeking an answer to a customer’s complaint, Haggler is getting the cold shoulder from electronics and appliance chain Conn's. MORE

Jun. 22, 2014

David Segal The Haggler column describes case in which a Verizon customer faces an annual headache getting her phone and Internet service reconnected at her summer home on Martha's Vineyard. MORE

May. 25, 2014

David Segal The Haggler column relates resolution of cases involving American Express customer who was charged exorbitant fees to exchange money at a Paris airport; investigates whether company was using an algorithm to answer online customer service questions. MORE

May. 11, 2014

David Segal The Haggler column describes reappearance of his passport two years after it was misplaced by the United Parcel Service; holds that while UPS has made enormous strides in using technology to streamline delivery speed, its fail-safe system of package tracking needs improvement. MORE

Apr. 27, 2014

David Segal The Haggler column describes resolution of case in which an investor used E*Trade's interactive voice response system to sell a few shares in his company, accidentally resulting in the sale of all his shares. MORE

Apr. 20, 2014

General Mills announces in stunning about-face that it is withdrawing its controversial plans to make consumers give up their right to sue it; company has change of heart after consumers had negative reaction to its new arbitration rules. MORE

Apr. 13, 2014

David Segal The Haggler column relates helping customer after Best Buy failed to resolve problems stemming from a cracked laptop screen. MORE

Mar. 2, 2014

David Segal The Haggler column; smartphone buyer reports an assortment of problems under his pay-as-you-go plan, and asks the Haggler for help in getting a service-charge refund. MORE

Mar. 1, 2014

Ron Lieber Your Money column on airline frequent-flier programs; says rules are tightening further, with Delta Air Lines moving to system that awards miles based on how much passenger pays for a ticket, not number of miles flown, becoming first of major airlines in United States to do so. MORE

Jan. 21, 2014

Joe Sharkey On the Road column says listening to a tiny snippet of Rhapsody in Blue for hours on United Airlines’ customer service line while being put on hold is enough to drive a passenger to a travel agent. MORE

Jan. 19, 2014

David Segal The Haggler column relates resolutions of customer service problems with Time Warner Cable and AT&T. MORE

Jan. 17, 2014

Neiman Marcus discloses that it has only now contained cyberattack that began as far back as July 2013, saying it did not learn that customer information had been stolen until mid-December; apologizes to customers whose cards have been used fraudulently. MORE

Jan. 14, 2014

Joe Sharkey On the Road column discusses chaotic disruption of business air travel after the new year; says with a flight network under constant strain, weather-related chaos and diminishing access to perks, travelers require sharp coping strategies. MORE

Jan. 14, 2014

More business travelers are relying on hotel reviews by guests to make booking decisions; hotel companies themselves are posting guest reviews and ratings on their websites, both good and bad. MORE

To help General Motors adapt to young car buyers, researchers at MTV Scratch talked to thousands of people from the so-called “millennial” generation about their impressions of cars, technology and what makes them different from their parents’ generation. Watch a few of the research interviews that informed Scratch’s five-year strategic plan for Chevrolet.